In the rapidly evolving world of healthcare technology, Zocdoc CEO Oliver Kharraz is betting big on artificial intelligence to reshape how patients access medical care. During a recent appearance on The Verge’s Decoder podcast, Kharraz outlined his vision for AI not just as a tool, but as a transformative force that could replace informal self-diagnosis tools like “Dr. Google” with something far more sophisticated: “Dr. AI.” As the founder of Zocdoc, a platform that has streamlined appointment booking for over a decade, Kharraz draws from his background as a physician in a family with a 300-year medical tradition to argue that AI can address longstanding inefficiencies in healthcare delivery.

Kharraz emphasized that current AI applications, such as chatbots, are still in their infancy and require extensive training to manage complex edge cases. He pointed to Zocdoc’s own innovations, including the launch of an AI voice assistant named Zo earlier this year, which handles inbound scheduling calls 24/7, freeing up human staff for more nuanced tasks. This move, as reported in Fierce Healthcare, aims to eliminate the chaos of scheduling, one of medicine’s persistent pain points.

AI’s Role in Enhancing Patient Access

Beyond scheduling, Kharraz sees AI evolving into a “superhuman” diagnostic aid, capable of processing vast amounts of data to support doctors in real-time. In discussions at Axios’s Future of Health summit, he noted that while today’s models excel in routine queries, their true potential lies in handling rare or ambiguous scenarios that stump even seasoned professionals. This could dramatically improve outcomes in critical sectors like diagnostics, where delays or errors cost lives and billions in unnecessary procedures.

Zocdoc’s data, shared by Kharraz in various forums, reveals shifting patient behaviors: a surge in in-person appointments post-pandemic, coupled with rising demand for services like weight loss treatments. As detailed in Chief Healthcare Executive, patients are increasingly seeking convenience, with AI poised to personalize recommendations based on insurance, location, and medical history—features Zocdoc has integrated into its platform.

Navigating Competition and Ethical Challenges

Competition in the AI healthcare space is intensifying, with rivals like Cedar also deploying voice agents, as highlighted in Healthcare Brew. Kharraz acknowledges this, stressing that Zocdoc’s edge comes from its deep integration with provider workflows, ensuring AI enhances rather than disrupts human care. He warns, however, of ethical pitfalls, such as data privacy and bias in AI algorithms, urging regulators to keep pace with innovation.

Looking ahead, Kharraz predicts AI will democratize access, particularly in underserved areas, by enabling virtual consultations that rival in-person visits. Drawing from his insights on the Fixing Healthcare podcast, he envisions a future where technology eradicates wait times and administrative burdens, allowing doctors to focus on healing. Yet, he cautions that success hinges on building trust—patients must see AI as a reliable ally, not a replacement for human empathy.

The Business Pivot That Saved Zocdoc

Zocdoc’s journey hasn’t been without hurdles. A near-fatal business model shift, as chronicled in Inc. magazine, taught Kharraz the value of adaptability, leading to profitability and a $1.8 billion valuation. Today, with AI at the forefront, the company is positioned to lead in a market where technology meets medicine’s most pressing needs.

Kharraz’s family legacy informs his optimism: after centuries of traditional practice, he believes AI represents the next evolution. As healthcare grapples with staffing shortages and rising costs, leaders like him are pushing boundaries, ensuring that innovations like Dr. AI become everyday realities for patients worldwide.